Support Services Engineer | Healthcare - Mosaic Partners
New York, NY
About the Job
Top Tier Healthcare organization looking for a Support Services Engineer to join their growing team. This is an excellent opportunity to play a crucial role in customer support by handling tasks such as user provisioning, resolving end-user password and account issues, addressing portal access problems, managing escalated tickets from Support Associates, and documenting | escalating unresolved issues. This position requires close collaboration with many other departments, including Compliance, Security, Relationship Management and IT, providing many opportunities for professional growth.
QUALIFICATIONS
- Bachelor's degree or a combination of certifications and relevant work experience is required.
- Proficiency in Salesforce CRM, including reporting and dashboards, is necessary.
- Minimum of 2 years' experience with support ticketing systems like Zendesk and/or Jira is required.
- Familiarity and experience with third party MPI (master patient indexing) software.
- Proficient in use of Excel spreadsheet software.
- At least 2 years of IT support experience is mandatory.
- Experience running data queries using SQL.
- Ability to effectively communicate with both technical and non-technical end users and customers is essential.
- Strong written and verbal communication skills are required for interactions with Customer Support team as well as clinical and technical stakeholders.
- Handle phone calls and respond to email-generated tickets from end users, vendors, and participant IT support teams.
- Independently resolve user access issues, including password problems, web browser configurations, or local IT support issues.
- Capture sufficient information from support requests to effectively obtain information needed for triage to appropriate team members at FIRM.
- Properly provision user accounts with specific role-based access and provide some data reporting on user-related matters.
- Exhibit a high degree of initiative, reliability, and multitasking ability to meet time-sensitive deliverables.
- Needs to work closely with compliance team to address incoming requests from individuals related to consent, access of data and audits.
- Two to Four years of experience using Electronic Medical Record software.
- Experience in Healthcare data systems.
- Experience using InterSystems HealthShare, interoperability platform.
- Compliance and/or information security experience.
- Familiarity with online end user portals.
This role will be HYBRID out of the New York, NY office.
Source : Mosaic Partners